Why Live Chat Is A Viable Customer Service Channel

There are plenty of ways that the internet has revolutionized doing business. It has changed the way businesses recruit best-fit candidates, thanks to online job postings. It’s even changed the way we work, allowing employees to be flexible not only with their location but with their hours. Customer service has been affected too, giving customers more freedom and channels to reach out to businesses with questions—and get immediate answers—through services such as email, social media, and live chat.

Continue reading Why Live Chat Is A Viable Customer Service Channel

Data-Driven Customer Experience: Forbes Insights

In today’s very competitive business stage, customer interaction with brands has become richer and more engaging thanks to big data and analytics. Delivering a great customer experience now requires having good individual insights on customers, their interactions, preferences and the ability to meet them in a channel of their choosing. Harnessing customer data to enhance their experience and improve loyalty is what data-driven CX is all about. The ability of an organization to achieve this will set them apart from competition and ensure long-term profitability.

Continue reading Data-Driven Customer Experience: Forbes Insights

Why You Should Invest In CRM

You might have heard about CRM, maybe it sounds like just another fancy word consultants throw around, and you’re not really sure or convinced that your business needs it or what benefits you stand to gain from using a CRM solution.
This post will give you an overview of what CRM is about, and reasons why you should invest in CRM.

Continue reading Why You Should Invest In CRM

Fun Customer Service Quiz – Which Customer Service Hero Are You?

fun customer service quizIn every customer service team, everyone has their unique strengths and capabilities that enable the whole team to deliver great service to the customer. This fun customer service quiz is a great way to let your hair down a bit (Just be sure you don’t keep a customer waiting).
Continue reading Fun Customer Service Quiz – Which Customer Service Hero Are You?

Why You Should Follow Up On Customer Complaints

Customer complaints are very valuable for the growth & improvement of any company, these complaints help businesses identify problems with employees, products or processes and provides the opportunity to fix such issues before further problems arise which impact negatively on the brand.

Continue reading Why You Should Follow Up On Customer Complaints

5 Important Customer Service Trends In 2017 [Infographic]

A study by NewVoiceMedia revealed that companies lose more than $62 billion due to poor customer service. Customer service & CX are now very critical in the long term success of businesses, it is now important that customer service & CX professionals pay close attention to customer service trends to stay ahead of the curve.

Continue reading 5 Important Customer Service Trends In 2017 [Infographic]

14 Signs That You Love Customer Service Too Much

For you customer service isn’t just a career, it’s a way of life. Hell you love customer more than a lot of people in your life and even believe your calling is to be a super hero customer service rep.
Whether you’ve got an obsession for customers that makes your partner jealous or you simply love your customer service career, here are 14 humorous signs that your are obsessed with customer service –

Continue reading 14 Signs That You Love Customer Service Too Much

Listening With Your Eyes

Communication is a staple component of customer service and the eyes are a necessary tool for translating and analyzing body language signals that enhance communication in face to face conversations. Listening with your eyes means actively observing the body signals and non-verbal behavior of the speaker as he/she talks to you.

Continue reading Listening With Your Eyes

Social Media Etiquette For Customer Service

Thanks to the internet and smartphones & social media, customer service has evolved in numerous ways in its short history. Social media which has now been accepted by society as a viable means of communication has come to influence the way customers interact with business entities. According to this report by the Global web index, Internet users (about 3.2 billion people) have an average of 7 social accounts, up from 3 in 2012.

Continue reading Social Media Etiquette For Customer Service

Is It Easy For Customers To Patronize You?

One afternoon at a shopping mall during the busy Christmas season, a consultant ventured into an athletic shoe store to buy some new running shoes. This particular consultant actually specialized in retail. He consulted both for retailers trying to improve their operations, as well as for manufacturers trying to sell their wares in to retailers and retail chains. So whenever he went out on his own to buy anything he was always an observant shopper.

Continue reading Is It Easy For Customers To Patronize You?